JOB SUMMARY: The Call Center Manager supports the effective execution of the policies and procedures of the Service Response Center and IT Help Desk. This position translates Cone Health's service goals, strategies, iCARE Commitments to Care and mission into the department's long term program and service plan. The Call Center Manager assists the Director by driving process improvement through re-engineering initiatives including interdepartmental improvements with Support Services Departments and Patient Care Services to foster an exceptional service oriented culture.

MAJOR WORK ACTIVITIES (MWA'S): 1. Select, hire, schedule, counsel, motivate, evaluate and supervise the Service Response Center and IT Help Desk. Follows and insures staff's compliance with Cone Health's ICARE model, policies and procedures. (10%)

2. Provides supervisory oversight of the call center. Manages, evaluates and audits communication, trouble shooting and triage of all service requests. Investigates any job or system failures and participates in the correcting of the problems as quickly as possible. (15%)

ABOUT CONE HEALTH: Cone Health is a state of the art network of facilities providing patients access to the latest developments in medical care from their first moments of life through later years. Our network offers the most breakthrough treatments and technology available in healthcare today. As a teaching hospital, we offer employees the opportunity to become leaders in the industry and continued growth from their first day on. Extraordinary patient care is about being "high-touch" as well as "high-tech". Community service and superior patient care are the cornerstones of our organization, a philosophy that is demonstrated by each and every one of our valued team members. We are proud to be the largest private, not-for-profit employer of choice in the Piedmont, NC area community. Additionally, as one of the region's largest and most comprehensive health networks, Cone Health has more than 100 locations, including six hospitals, three ambulatory care centers, three outpatient surgery centers, four urgent care centers, a retirement community, and more than 100 physician practice sites. Our tagline - "The Network for Exceptional Care" - highlights our commitment to excellence, which is shared by our more than 11,000 employees, 1,300 physicians and 1,200 volunteers.

Cone Health is an equal opportunity employer. If you require assistance with our online job submission process, please contact our Talent Acquisition team at 866-266-3767 to request an accommodation.